Kiwi.com Customer Service Issues

Hello, I am reaching out about two reservations, [redacted]4 (€[redacted]) and [redacted]9 (€[redacted]), that were cancelled over 8 months ago. Despite numerous attempts, I have not received the refund for these flights. The reservations were with EasyJet, Air Arabia Maroc, and Vueling for flights from Bordeaux to Marrakech, then to Tangier, then to Barcelona, and back to Bordeaux on May 25-29, [redacted]. Communicating with Kiwi has been a challenge, and I have not made any progress in getting my refund. I kindly request a prompt update on my refund status as per Kiwi's reimbursement policy. Thank you for your attention to this matter. Best regards, Hervé QUENTIN DE GROMARD

I am inquiring about my refund status, which has been pending for almost a year now. I have yet to receive the promised 20 EUR refund. Unfortunately, this delay is causing concerns about the reliability of your services, as I am not the only customer facing this issue. I am seeking clarification on the reasons behind this delay and why it has taken so long to process. Sincerely, Ms. T.

Hello, I am Itzhak Rabinovitz, the Vice President of Trade at one of Israel's largest companies. I have a BA and MA in economics from a top Israeli university. I travel frequently for business and with my family. I encountered an unusual situation with a flight I booked on your website, Kiwi, a few months ago. I made a reservation with booking number #[redacted]73, hoping to travel with my family in August once the Covid-19 situation improved. However, I recently received a cancellation notification for the flight without a clear explanation and only received a €[redacted] refund, which my wife processed. I understand there are no guarantees with flights, especially low-cost ones, but since the flight was cancelled, I assume the airline refunded Kiwi. I was puzzled to receive an email requesting payment for the cancellation that was not initiated by me. The communication was confusing, and my wife mistook it for a verification message. I hope for your assistance in resolving this matter. Wishing for a better year ahead for everyone in [redacted]. Thank you. Regards, Itzhak Rabinovitz +[redacted]38 Booking [redacted]73

Hello, I experienced an issue with United canceling my flight in error and now they are unable to process a refund as the ticket was paid in Indian Rupee. They mentioned that the travel agency I booked through needs to request the refund on my behalf due to the currency differences. I have purchased a new ticket for $[redacted] to fly back to Los Angeles after United canceled my flight. Unfortunately, I have been unable to reach anyone on your website regarding this matter. I would appreciate it if someone could assist me in requesting the refund or contacting United on my behalf. They are willing to issue the refund, but they require the agency to initiate the process. My contact number is 1[redacted], I am Ben. Thank you for your help with this situation.

Hello, I received a text message indicating that a plane ticket was booked using my phone number. I tried contacting the provided number for assistance, but I was informed that assistance is only available within 14 days of the flight. It seems like my phone number has been targeted by hackers, as I have been experiencing multiple attempts to disrupt my business line. I do not have an account with your company and have never dealt with you in the past. Recently, I suffered an $8,[redacted] loss due to a personal bank account hack. I am unsure of the email address associated with the booking and request that you share it with me. Customers on Reddit have mentioned challenges dealing with your customer service, making your business a target for hackers to exploit. Although I have not noticed any unauthorized charges on my credit cards, I am concerned that the hackers may have used my information to open new accounts. The booking number in question is [redacted]77. If someone attempts to board the flight, I will involve the authorities. My contact number is [redacted].

I received an email from Kiwi regarding an itinerary change for my trip from Nurenberg to Reno via Paris and Los Angeles on July 7, [redacted]. My booking number is [redacted] and the traveler's name is Suthasinee Benjakhan. Kiwi informed me that the Norwegian flight from Paris to LAX has been canceled without offering a replacement booking. They denied the refund to my credit card, causing me to potentially lose about $1,[redacted] due to Kiwi not honoring their contract. I am seeking assistance from VISA Card and US lawyers to address this issue and recover my payment. Please confirm the cancellation of my booking and process a full refund to the credit card on file. Thank you, Suthasinee Benjakhan.

Hello, I am reaching out regarding a refund request. On December 20th, I was denied boarding at check-in despite having all necessary documents and a valid ticket. The reason given was related to COVID restrictions in Hungary, which were not stated clearly on my booking. I had a valid passport to enter Hungary and am seeking further clarification on this matter. My booking number is [redacted]07 under the name Andrea Di Vetta for flights W6 [redacted] and W6 [redacted] with confirmation number X9PDTY. The flights were from London to Budapest and Budapest to Rome. I would appreciate a prompt response. Thank you for your assistance. Andrea Di V.

Hello, in September and October [redacted], there were numerous changes made to our tickets from Toulouse to Morocco and from Morocco to Toulouse. At one point, an leg of our return flight to France was cancelled, leading us to cancel the entire return ticket. We opted for a refund from the carrier instead of Kiwi credits. I would like to inquire about the status of this refund. I am unable to find any information about our trip on your website or my Kiwi account, making it impossible for me to contact you directly. Please forward this email to the relevant department for assistance. Kindly keep me updated on the receipt and processing of my request. Please note that our ticket ended up costing us three times more than initially planned, and I am not part of the wealthy class of this country. Jerome B. 21 Avenue Dembourg, [redacted] Albi

My daughter booked a flight on Kiwi.com (Booking No. [redacted]80) from Detroit, Michigan to Phoenix, Arizona for January 22, [redacted], using my Visa card. The charge was $[redacted].20. Upon arrival at the airport, she discovered the flight included a layover in Los Angeles, which was not mentioned in her itinerary. She was concerned about potential issues if she didn't continue to Los Angeles. Despite paying for a refundable ticket, her attempts to reach Kiwi for clarification have been unsuccessful. To ensure she reached Phoenix, we had to purchase an additional ticket from another airline for $[redacted]. We feel misled by Kiwi and are seeking a full refund.

While my wife, D. Everhart, and I were in Zimbabwe during the Covid-19 outbreak last March, our flights were canceled. We had to rebook through Kiwi via Air Kenya. At that time, we requested Kiwi to handle the refund for our other flights with Booking [redacted]0. Despite some rare email responses indicating our refund/credit was "being processed," our last update was back in July. Kiwi mentioned it could take another three months for processing, but now it has been six months without any further communication. Attempts to reach them by phone, email, and Linked In have been unsuccessful. Their website does not recognize our booking number for follow-up. While we understand the current situation, it has been ten months, and we are eager to know the status of our refund.

I spent around $8,[redacted] on this trip for two to Madrid. I had booked tickets with booking numbers: [redacted] and [redacted]64. Buying the ticket from Delta by myself, including checked baggage and carry-on, was essential to ensure I didn't miss my flight from Atlanta to Miami connecting to Madrid. The airline I initially booked with had delays, leaving me stranded at Atlanta airport with my family. Despite seeking help from your customer service, I encountered a lack of assistance, resulting in frustration and a sudden hang-up. I urgently needed to reach Madrid by February 2nd for a crucial appointment, which forced me to buy a new ticket from Delta. The language barrier with your customer service workers added to the stress, especially considering my heart condition. The struggle to catch my flight in Atlanta was physically painful, highlighting the need for a refund and compensation promptly. I await your prompt and effective response as my family, child, and health concerns are at stake if I miss my Madrid appointment due to expired COVID test results.

I have encountered an issue with two flights that I booked on kiwi.com. The first flight from Dublin to Milan was followed by a connecting flight to Zakynthos, Greece, which was subsequently canceled departing from Milan (Malpensa). I have requested a refund to enable me to rebook another flight. I also wish to cancel the Dublin to Milan flight since it was intended solely for the connection that got canceled. I am aware of the terms and conditions outlined by KIWI.COM and believe I have valid grounds for a refund. I am seeking a resolution through a full refund for both flights as required by law. If this matter is not promptly resolved, I will consider further action. I anticipate your prompt response. Thank you.

I was not informed about my grandson's subscription renewal, and $[redacted].64 was deducted from my account without my consent. Jackson and his brother Clayton are receiving duplicate crates, and I planned to cancel Jackson's subscription. I am requesting a $[redacted].64 refund, or I will stop the payment. Initially, I intended to renew Clayton's subscription, but this incident may change my decision. Unfortunately, I cannot modify the auto-renewal feature. I am dissatisfied and will mention this in my reviews. I want to communicate with a representative promptly since the emails I receive from various individuals contain conflicting information.

My name is Denyz Humberto Luciw. I booked a flight from London to Brazil with KIWI that cost around £[redacted]. Due to personal reasons, I had to cancel the flight the next day and requested a refund. However, despite multiple calls to the staff dealing with my ticket, I received no help. The person I spoke to tried to confuse me and claimed there was no refund. I find it unacceptable that a company as large as KIWI would dismiss customer rights without explanation or consideration. With my full details, I believe KIWI can track the records and see the payment was made. I am still waiting for my refund and an explanation from a KIWI representative. Thank you. - D.H. Luciw, London.

I am currently stuck at JFK International Airport due to unforeseen requirements of having two types of COVID-19 tests and additional paperwork needed to transit through Amsterdam on my way to Italy. The short 55-minute layover I have is causing me to miss my flight. Fortunately, I have all the necessary documents and a molecular test for Italy, my final destination. It would have been helpful if the airline and travel agencies informed passengers about these additional requirements, as this was unexpected for me. If I had known about this beforehand, I could have chosen a different connecting country or prepared accordingly. Your assistance in this urgent situation is greatly appreciated.

I purchased a ticket for my daughter's trip from Zimbabwe to India. Upon arrival at the airport, she was informed she couldn't continue due to her connecting flight being in Dubai, which isn't accepting travelers connecting from South Africa due to COVID regulations. I've been trying to reach out to Kiwi.com without success. My daughter is currently stranded at OR Tambo, and I've depleted my funds helping her with airport expenses. I'm puzzled as to why Kiwi.com did not notify me of this beforehand. I researched COVID travel restrictions and believed she would be allowed to transit with a negative test result. It's disheartening that no one from Kiwi.com has responded to my emails, and the airline directed me back to them. I am in need of assistance and would appreciate someone reaching out to guide us on the next steps. My daughter is feeling low, and the lack of support is frustrating.

Dear Kiwi Support, I am reaching out regarding booking ID [redacted]25. The trip involved flights with Wizz Air from Eindhoven to Poznan, LOT from Poznan to Warsaw, and back to Eindhoven from Warsaw with Wizz Air scheduled for January 23rd. Unfortunately, the Eindhoven to Poznan leg was cancelled. I contacted Kiwi customer service on January 17th, which was well within the required notice period of 48 hours before the flight. However, I received a response only 24 hours prior to the flight, according to Kiwi's rules. While Kiwi refunded the Eindhoven to Poznan leg, the Poznan to Warsaw and Warsaw to Eindhoven flights remain unreimbursed. As per EASA and IATA regulations, responsibility for the delay lies with the airline or Kiwi, not me. Since I booked and paid through Kiwi, I am requesting a refund for these two flight segments due to the cancellation. I appreciate your prompt attention to this matter. Best regards, A Concerned Passenger

Dear Support Team, Booking number: [redacted]99 I purchased a flight departing from Lima on Friday the 19th, but due to severe weather in Austin causing airport closures, I am unable to reach Lima until Saturday. I kindly request to keep my existing itinerary but shift the flights. Could you please adjust my schedule, so instead of departing to Panama City from Lima, followed by San Jose Costa Rica and Liberia Costa Rica on Friday, I would now depart early Sunday morning, around 3:00 am. I aim to leave Lima on the 21st of February. Thank you for your understanding and assistance. Please contact me through email or by phone at 1-([redacted])-[redacted]. Sincerely, Jeff A

I recently discovered a plane ticket booking made using my phone number without my consent. I have never created an account with this airline before. The email associated with the booking is [redacted] The booking number for reference is [redacted]66. I am concerned about this unauthorized ticket and have tried contacting the airline without success. This situation has happened before, and I want to document my efforts to resolve it. Please be aware that the email address linked to the booking is also not mine. I am not involved in this booking and would appreciate your immediate action on this matter. I will be contacting the local authorities to address this issue promptly.

On February 3, [redacted], I made a booking for a flight from Kuala Lumpur to Jakarta/Palembang with CICA, an Indonesian airline, via Kiwi.com. The booking included Garuda/Lion Air flights departing on Sunday, February 28, which was confirmed by Kiwi.com with Booking Number [redacted] [redacted] [redacted]. I have downloaded the E-ticket through your system, but it does not contain a PNR number (the 6-digit alphanumeric code) or a 13-digit Reservation Number. Kiwi.com's auto-reply mentioned that Garuda should release and upload this information within 24 hours, but it has not been provided yet. I am concerned as CICA may face issues during check-in without these numbers. I kindly request assistance in promptly providing the valid E-ticket with the PNR and E-ticket numbers. My name is Alex Soon, and I can be reached at 6[redacted] (Malaysia) or via email at [redacted]